Disposition codes describe the outcome of an interaction. The following list contains examples of possible disposition codes: You can use disposition codes in various ways, such as reporting on agent or team activity, or ensuring that any further action relating to the interaction is taken.
For information about configuring and setting disposition codes, see Configuring disposition codes for NewVoiceMedia in Salesforce and Setting disposition codes in Connect.
If enabled for your account, you can configure Vonage Contact Center in Salesforce to automatically set the disposition code for an outbound voice interaction based on what happened to the interaction. For example, if the interaction was not answered or the dialed number was busy, Vonage Contact Center can set the code to No answer. If the interaction was rejected or failed, Vonage Contact Center can set the code to Not connected.Automatically setting disposition codes based on interaction outcomes
Automatically setting a disposition code for a call is a component of the progressive dialing feature.
For information about the progressive dialing feature, see Progressive dialing.
Disposition codes in Connect managed package
Installing Connect provides a default list of disposition codes in the custom Next Action (NVMConnect__Next_Action__c) picklist field.The following table lists the disposition codes provided by the installation. Your Salesforce administrator can change values this list. For information about changing picklist values, see Salesforce help. Alternatively you can create and use your own disposition code field. For information about configuring a disposition code field, see Configuring disposition codes for NewVoiceMedia in Salesforce.
| Disposition code | Description |
|---|---|
| Bad Number | Phone number incorrect. |
| Busy | Customer phone was busy when agent called. |
| Call in 7 days | Call customer in seven days. |
| Call tomorrow | Call customer tomorrow. |
| Contact | Contact made with the customer |
| Don't call again | Customer requested not to be called again. |
| Left Live Message | Left message that was not pre-recorded |
| Left Voicemail | Agent left pre-recorded voicemail. |
| No Answer | Call was not answered. |
| None | No action to take |
| Sent Documentation | Agent sent customer documentation. |
| Set Callback | Set a callback for given time and day |
| Transfer | Transferred call to another agent |
| Update contact details | Update contact details. |
| Wrong Number | Phone number incorrect. |